Job Description
Purpose of the Position
The client is actively seeking a dynamic leader for a Client Service Executive role. This role is pivotal in driving their continued growth and maintaining their esteemed position in the retirement advisory market.
The primary goal is to manage the day-to-day operations efficiently, freeing up the Group Vice President to concentrate on broader strategic initiatives. This role ensures that the client continues to deliver exceptional service to clients, participants, and partners by overseeing a structured team and optimizing operational effectiveness.
The organizational structure under this role includes three manager-level Team Leaders, each overseeing a team of ten members. This setup is designed to ensure that each segment of the client service operation functions optimally and aligns with the firm's high standards.
Key Responsibilities
- Team Leadership and Development: Oversee Retirement Counselors (RCs) and Retirement Counselor Team Leaders (RCTLs)across all office locations, ensuring they are equipped with the necessary skills and resources. This role is crucial in fostering a leadership environment that enhances team growth, effectiveness, and ensures high levels of client satisfaction, retention, and successful new client onboarding.
- Operational Efficiency and Innovation: Implement and continuously enhance systems and processes to drive operational efficiencies across all service operations. This responsibility involves close collaboration with the product team to refine functions and focus on core activities that significantly add value. The role will also oversee the innovation and improvement of operational processes to ensure the department operates at peak efficiency.
- Strategic Staffing and Talent Development: Assess and adjust staffing levels to ensure the organization can deliver top-quality services consistently. This includes recruiting new talent and developing existing team members to foster a culture of continuous improvement and professional growth. Efforts will be focused on building a resilient and capable workforce that aligns with the clients strategic goals and operational needs.
- Client Relationship Management: Ensure high levels of client satisfaction through effective management of the onboarding process and ongoing client engagements. This involves maintaining strong relationships with clients, ensuring their needs are met, and their expectations exceeded in every interaction with the client..
- Financial Oversight and Strategic Execution: Once acclimated, this role will concentrate on enhancing service margins and profitability through the implementation of innovative efficiencies. Responsibilities include overseeing KPIs and incentives to bolster financial performance, collaborating with senior management to assess and address business needs, and developing strategies that optimize service delivery, strengthen client relationships, and improve overall business outcomes.
- Compliance and Metrics: Create and manage compliance frameworks to ensure operations adhere to industry standards and regulations. Monitor key performance indicators to gauge success and identify areas of opportunity, ensuring that the client continues to operate within legal and ethical boundaries.
The Candidate
Experience and Professional Qualifications
- Minimum Experience: 10-15 years in financial services, with a focus on retirement planning or a related field. This range provides a depth of experience that includes both tactical skill development and strategic oversight capabilities.
- Leadership Experience: At least 5-7 years in a leadership or management role, demonstrating a proven track record of managing teams, leading projects, and driving business results at a senior level.
- Leadership Skills : Strong leadership and interpersonal skills, capable of managing diverse teams and driving them towards achieving business goals.
- Industry-Specific Knowledge: Experience in retirement planning, wealth management, or financial advisory services is crucial, as the role involves overseeing complex client relationships and compliance with industry-specific regulations.
- Communication: Exceptional communication skills, adept at interacting with various stakeholders across different levels of the organization.
- Adaptability: Ability to manage change and prioritize multiple projects in a complex, fast-paced environment.
- Travel: Willingness to travel at least 10 times per year to meet business demands.
- Judgment and Discretion: Exhibits excellent judgment and maintains high levels of confidentiality and discretion.
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